JOB DESCRIPTIONRole title: Lead Support Engineer IN & VAS systems Version No: 1.0

Reports to: IN Manager Function: Network services

GGS: 11 Location: Bristol

Organisation structure & department profile:

Lead Support Engineer for IN & VAS systems and services within the Data and VAS area

Network and Service Operations are accountable for the smooth and cost effective running of the mobile network(s) and all customer facing services, as well as the definition and running of key operational processes for both Network Services and IT.

Role purpose:

Responsible for technically supporting all operational aspects of IN & VAS related systems and services offered to the business, MVNO and retail customers.

Including maintaining the service availability, incident and configuration management, support CDR integrity, revenue protection.

Key Responsibilities & Accountabilities:(In priority order)

Supporting IN & VAS systems to deliver the required levels of service to protect a key business revenue stream, including availability and operational performance, in order to meet or exceed the overall service KPIs as measured by Service Management.

Maintaining effective incident, change, problem, and risk management. Maintaining existing systems and services whilst successfully introducing upgrades, new systems, and configuration changes.

Participate in 24x7 operational support to the SMC by means of a callout rota. Ensuring that services and systems have sufficient monitoring and alarming.

Alarm system integration process correctly followed. Alarms and monitoring regularly reviewed.

Works co-operatively with other groups and 3rd parties, including design, to improve service performance and service quality. Liaising with Service Management function teams, ops integration process, Revenue Assurance, Vendors, Solution Providers.

Maintain and update system and service documentation. Support and implement tools for automation of tasks. Supporting activities which would improve service to the customer or reduce

cost of operation.

Key Challenges:(in priority order)

. The unpredictable and reactive nature of the role, having to deal with unexpected events.

Managing highly complex, highly loaded, and business critical systems, where all issues have the potential of high subscriber impact.

Complex judgments need to be made in real time, non-routine, fault situations where a range of internal and external factors need to be considered and prioritised.

Incidents require quick thinking to rapidly analyse the available options and independently make key decisions to restore/improve service and revenue streams in the most timely manner.

Problems regularly arise that are not covered by any existing procedures. Solutions to new problems are constantly having to be sought.

New systems being introduced with challenging timescales. Multiple different systems to manage, both from different vendors and also at

different software and hardware builds. A number of changes expected to be implemented to working current

processes and working practices. Maintaining sufficient knowledge transfer and skills base across the team. Maintaining a sufficiently resourced callout rota

Manages people? noIf yes, direct or virtual (project)?Responsible for:allocation of work (task based)setting direction (objective based)performance managementrecruitmentabsence management

nonono

no no

No of direct reports: 0

People Management:

Overall team size (headcount):People Management comments:

none

Cost centre manager noOPEX responsibility n/aCAPEX responsibility n/a

Financial:

P&L responsibility n/aFinancial Impact comments:

Key Relationships:(level, nature & purpose)

within own directorate: Level: predominately peers and managers Nature: communicate Purpose: ensure clear and effective explanation of current service and incident

status (including customer impact and technical information) for both information and escalation purposes.Communicating on technical and strategic aspects of IN & VAS services.

across other directorates: Level: peers and possibly managers business wide. Nature: communicate (including communicating technical issues to a non-

technical audience). Purpose: ensure systems and any operational issues are supported

effectively. Ensure new systems are services are introduced effectively.

external suppliers: Level: Technical. Nature: Communicate. Purpose: Ensure operational issues are dealt with quickly and effectively;

escalate into suppliers and outsourced partners to ensure swift and effective resolution of operational issues. Facilitate the development, change, and upgrade of existing systems. Facilitate the introduction of new systems.

external customers: Level: Technical levels within corporate customers, wholesale partners, Nature: CommunicatePurpose: Good communication during fast-paced, high pressure, high-profile incidents.

Other key relationship comments: Must be able to remain calm under pressure, with the ability to communicate clearly and effectively.

EE valuesBe BoldBe ClearBe Brilliant

professional / technical

must have:

Intelligent networks (SSF/SCF) knowledge Knowledge of mobile voice and data architectures Unix system admin and scripting skills Experienced in a 24x7 real time, service support

environment Experienced of handling & resolving operational

incidents Experience of managing the expectations of suppliers

and also both internal and external customers Experience with interacting with equipment vendors and customers.

nice to have:

business / context

must have:

Experience in a telecommunications organisation Knowledge of telecommunications operating

procedures (inc. incident, change, and problem management)

Experience is key to assess and manage events that are not covered by any existing procedures. Identify solutions to new problems. The delivery of these new solutions often has to be worked through with other internal & external teams.

Basic commercial understanding of potentially commercially sensitive information

Critical Knowledge & Experience (non time related):

nice to have: Understanding of GSM/GPRS/LTE protocols

Skills and knowledge:

Skills and knowledge required for recruitment purposes should be recorded here. Please select from the list below (also available on the Resourcing intranet site)

Knowing the Commercials Planning & Organising Creating the Strategy Working Collaboratively Leading our People Coaching & Developing Influencing & Persuading Delivery of Results Leading & Implementing Change Focusing on the Customer

Any other comments: